SpinGenie Casino Ontario - Repeated verification failures hinder the player's withdrawal.

I have sent my verification payment method multiple times, I get 1 email back saying it worked and another saying it didn't. when I go back onto the sight it still doesn't let me withdrawal saying I need to send it again

Dear cyclon0825, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process. 

Have you received any explanation as to why the document verifying your payment method was not approved? Have you provided it in the correct format (usually PDF) and for the correct time period (usually the last three months)?

When was the last time you communicated with customer support regarding this issue? What was their suggestion?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply. 

Best regards

Veronika

Hi There,

I checked the account and see that we currently need a bank statement for a card used on the account to make deposits showing the deposits made to the casino with this card.

I see you previously sent in a bank statement, however, this was rejected as no deposits to the casino were on this statement.

Please upload this to your account at your earliest convenience so our payments department can verify this and once verified, you will then be able to request a withdrawal.

Thanks for understanding.

Hi There,

I am following up on this as I see that after our last response, you uploaded a document showing deposits made to the casino, however, this had no personal details on it, and therefore, it was not accepted.

Please note it needs to be a full, official bank statement showing your name, address, dates and also deposits made to the casino.

Once we have this and it is verified, the restrictions will be removed and you will then be able to make a withdrawal when you are ready.

Thanks for understanding

Dear cyclon0825,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.